Answered

Has something changed with Webhook calling this week?

We are getting numerous reports of webhooks failing with e-mails like following:


Hi,

The Observer rule you configured to send API request to [URL FOR WEBHOOK] has failed after several retries. Please check and reconfigure the rule to avoid any loss of communication.
Rule: Notifier Webhook ([URL FOR OBSERVER RULE])


Regards,
Freshdesk Support


The problem is I can check my log files and see that the requests were received and responded to with a response code of 200.  But, the Freshdesk side keeps re-sending them (retrying according to Freshdesk) which is causing the action to occur over and over again.  In this case it is a custom notification script that sends out email notifications to others at the customer to let them know a ticket was responded to and they are getting the notifications over and over, once per each "retry" from Freshdesk.



Best Answer

Hi,


Sorry that we haven't responded earlier on this thread. This was a change in the webhook notification system wherein we wanted to automatically notify the admin in case of webhook failures so that they can take immediate corrective measures.


Though the data was actually transmitted to the other server, the reason for webhook failure in this case might be either one of the two issues listed below :


1. It excepts a proper response from the external server ( status :200 OK ) 


2. The response has to be sent within 10s from the time when the webhook hit the endpoint 


Cheers!

1 Comment

Answer

Hi,


Sorry that we haven't responded earlier on this thread. This was a change in the webhook notification system wherein we wanted to automatically notify the admin in case of webhook failures so that they can take immediate corrective measures.


Though the data was actually transmitted to the other server, the reason for webhook failure in this case might be either one of the two issues listed below :


1. It excepts a proper response from the external server ( status :200 OK ) 


2. The response has to be sent within 10s from the time when the webhook hit the endpoint 


Cheers!

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